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Returns Policy

At Xuzu Sensations we fall nothing short from proving you with a Sensational experience. However due to the nature of our products we are unable to accept returns or exchanges for change of mind or dissatisfaction reasons on adult products. We strongly advise you choose carefully before purchasing.

 

WHAT IF IT’S FAULTY?

We always do our best to ensure that all products are in excellent condition. However, if you do receive a product with a manufacturing fault, we are happy to replace, exchange or refund the item. Faulty items are covered by a one year manufacturer warranty and will be replaced if a proof of purchase is provided.

    • For health reasons we do not exchange, credit or refund toys unless faulty.
    • If you request a refund/credit, the purchase price (excluding the delivery charges) will be refunded/credited after we have received the item(s) back and have confirmed that the conditions above have been met. Refunds will only be credited to the credit/debit card of the purchaser.
    • We will replace your faulty item with the same item. If that items is no longer available we can replace your item with something similar of your choice.
    • We will send you a replacement product up to the value of what you spent free of charge. We will contact you to discuss which product will be most likely to make you happy.
    • If you choose a lower priced item as a replacement, we are unable to refund the difference. If you choose a higher priced item, a payment for the difference will need to be made.
    • All returned products are tested and will not be accepted if they are considered to be in good working order.
    • If you return a product and it is not faulty, it will be returned to sender. You will not be entitled to a refund or replacement.
    • Proof of purchase is required for faulty returns.

 

TO MAKE A CLAIM

If your product is faulty, please fill the returns form via this link. A customer service member will contact you with a tailored solution to your circumstances.

Ensure name & email address match information on original order. Unauthorised returns or items not meeting return conditions will be Returned To Sender. 

 

AUSTRALIA AND NEW ZEALAND RETURNS

Complete a Returns form to let us know you are returning a product - choose "Faulty Returns – Australia and New Zealand" as the reason for the return.

 

INTERNATIONAL RETURNS

Complete a Returns form to let us know you are returning a product - choose "Faulty Returns – International" as the reason for the return.

 

 

If you would like to contact us regarding a return please email us at sales@xuzu.com.au

 

Before contacting us, you may like to try some basic troubleshooting tips:
      • Ensure the product is fully charged
      • Ensure the light (if any) is illuminating to show the product is connected to the charger
      • Hold the power button for 3-5 seconds to turn on
      • For potential travel lock, if there are multiple buttons, hold them simultaneously for 3-5 seconds to disable. 

 

We value the health and wellbeing of our customers and guarantee that all products purchased are new and shipped directly from the factory to our warehouse to you. If you would like any product advice, please contact our customer service team via email at sales@xuzu.com.au

 

*Adult products includes all toys, bondage, novelties and essentials (for example, lubes, oils and sexual aids).

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